Genesys CTI User Forum

Genesys CTI User Forum => Genesys CTI Technical Discussion => Topic started by: siegemeister on January 08, 2019, 07:42:17 PM

Title: Newbie Question: What is the ROOTRID (in relation to GGD)
Post by: siegemeister on January 08, 2019, 07:42:17 PM

We are having an issue with our GIM records, so Genesys has sent us GGD and asked for a capture. The instructions say to specify the ROOTRID of the call, but I don't know what that is. Is it the connID?

Title: Re: Newbie Question: What is the ROOTRID (in relation to GGD)
Post by: siegemeister on January 08, 2019, 09:12:36 PM

Or having thought about it for a little, is it the reference ID?

Title: Re: Newbie Question: What is the ROOTRID (in relation to GGD)
Post by: genesysnoob on January 08, 2019, 10:54:53 PM

What is GGD?

Title: Re: Newbie Question: What is the ROOTRID (in relation to GGD)
Post by: hsujdik on January 09, 2019, 07:03:28 AM

GGD is the GetGIMData tool, which is used to collect data for Tech Support about an specific interaction.

ROOTIRID is the CallID (AttributeCallUUID) in an ICON Database (IDB) of the first CallLeg if a call has multiple legs in that ICON. In GIM database, you can get the ROOTIRID as the value of the column MEDIA_SERVER_IXN_GUID of the table INTERACTION_FACT, if you know the InteractionID or any other specifics of that Interaction.

on GGD tool, that would be as:

get_gim_data -root <value in media_server_ixn_guid>


The GGD tool will create a folder containing an extraction of that RootIRID, with multiple XML, SQL, and Excel Files. Zip it and send to Tech Support